Cannot get into the xbox app on my pc because of windows hello

Question

the first prompt that pops up "Use Windows Hello with your account To easily and securely access apps with [Moderator Note: Personal Info Removed], you need to set it up with Windows Hello Face, Fingerprint, or PIN. If you already have it set up, we will automatically add it for this account. You may be asked to re-verify with Windows Hello."I then hit okay and proceed to sign inthen i get hit with this "Something went wrong We're sorry, but something went wrong registering [Moderator Note: Personal Info Removed] for Windows Hello. Your account has been added to Windows, but next time you use the account we'll ask you to verify your account using Windows Hello."
Any help would be appreciated

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

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Hi chris templeman,

Thanks for explaining what happens. It sounds like the account is being added, but the Windows Hello registration is getting stuck during the Xbox app sign-in.

Have you had a chance to try the Windows Hello/PIN steps in the AI Answer's suggestion? If so, did anything change?

I’d also check a couple of things to narrow this down: Does your Windows Hello PIN work normally when signing into Windows, and can you sign into the Microsoft Store with the same account? Also, if the “Something went wrong” screen shows an error code anywhere, please share that code, but leave out your email address or other personal information.

If Windows Hello works normally everywhere else and this only happens in the Xbox app, I’d try updating your Store apps from Microsoft Store > Library > Get updates. If there’s still no change, go to Settings > Apps > Installed apps > Xbox > Advanced options and try Repair first, then Reset if Repair doesn’t help.

Let me know what happens with those checks, especially whether Windows Hello works outside the Xbox app.

Answer 2

Try this in order:

1. Restart the PC A restart can clear temporary sign-in issues. If Windows shows Update and restart, use that option first.
2. Sign in with password if Windows Hello registration fails The account can still be added even when Windows Hello registration fails. The supported next step is to fix Windows Hello itself, then try the Xbox app again.
3. Reset the Windows Hello PIN Go to Settings > Accounts > Sign-in options.
   • Under PIN (Windows Hello), remove the PIN and add it again.
   • If PIN sign-in is not working, use I forgot my PIN or reset the PIN from the lock screen under Sign-in options. This is the primary fix when Windows Hello or PIN registration is failing.
4. If fingerprint or face is configured, remove and re-enroll it In Settings > Accounts > Sign-in options:
   • Remove the nonworking Windows Hello Face or Fingerprint enrollment.
   • Set it up again.
5. If face recognition is involved, improve recognition instead of only removing it In Settings > Accounts > Sign-in options > Facial Recognition (Windows Hello), select Improve recognition and complete the re-scan. This adds another face template and can improve sign-in success.
6. If fingerprint is used, re-register it In Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello):
   • Select Add a finger to register another fingerprint, or
   • Remove the fingerprint and set it up again. Make sure the reader and finger are clean and dry.
7. Check whether the biometric device is detected If Windows Hello Face or Fingerprint shows that compatible hardware cannot be found:
   • Open Device Manager.
   • Expand Biometric devices.
   • Right-click the biometric device and select Uninstall device.
   • Restart the PC so Windows attempts to reinstall the driver.
8. If biometrics still do not work, restart the biometric service Warning: this step changes sign-in settings temporarily because it requires removing the PIN first.
   • Go to Settings > Accounts > Sign-in options and remove the PIN.
   • Open Command Prompt as administrator.
   • Run: net stop wbiosrvc && net start wbiosrvc
   • Then test Windows Hello again and re-add the PIN.
9. If the issue started recently, consider restore/reset only as a last resort A recently installed app, driver, or update can cause Windows Hello problems. Reset or recovery is a higher-impact step and should be used only after the steps above.

If the Xbox app is blocked specifically because Windows Hello setup keeps failing, the most relevant path is: reset PIN -> re-enroll Windows Hello -> retry Xbox sign-in.

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References:

• Troubleshoot Problems Signing In to Windows
• Windows Hello common issues and troubleshooting tips
• Windows Hello Enhanced Sign-in Security